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Business Profile

New Car Dealers

Pugi of Downers Grove

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pugi of Downers Grove's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pugi of Downers Grove has 3 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/24/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is in regards to complaint #********. BBB contacted **** and got a response saying to call **** directly @************. I've called and left numerous voice mails. NO CALL BACK. Dealer had my car for a week or so and replaced wiring harness. I was told the car wasn't replicating any problems for the techs and that my car was good to go. No sooner than 7 minutes after leaving the dealership I am doing at least 40 mph and the car goes into neutral again. I call the dealer back at 6:30pm because I don't want to drive the car in this condition. The cashier told me to call back tomorrow after 7am. I am going around in circles. This is causing unnecessary stress. I think **** sold me a faulty car. I shouldn't have to be scared to drive my car thinking it will just go into park on it's own.

      Business Response

      Date: 10/25/2022

      We have reached out to the customer and their vehicle is here in our service department now. We will keep you posted in the meantime.  We here at Pugi value our customers and are always happy to help. Thanks for your patience, we will do our best to resolve this.

      Customer Answer

      Date: 10/28/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      *********************************************

    • Initial Complaint

      Date:10/15/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I traded my CX-3 in on July 18, 2022 as down payment on another vehicle. I reached out to Pugi on July 21, 2022 to start the refund of the remaing balance of my unused warranty. The Finance Manager informed me that the refund would take 30 - 45 days. When I did not receive the refund by the expected time frame (September 1, 2022), I began reaching out to Pugi daily and did not receive a call back until I told informed them I was going to contact the BBB. Sept 27, 2022 I received a call from the Finance Manager that a check was being put in the mail that day. As of Oct 15, 2022 I have not received said check.

      Business Response

      Date: 10/17/2022

      Thanks for your feedback. We here at Pugi value all of our customers and are more than happy to help resolve this issue! I am attaching a copy of the check that was issued to you on Sep. 27, 2022 and was sent out to you on Sep. 28th, 2022. The check should be arriving to you any day now, we apologize for the delay as we are at the mercy of the post office! I hope this helps clear things up a bit! We are always here to help.

    • Initial Complaint

      Date:10/10/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 05/10/22 We (mom and I) purchased a 2019 3.3 Sport G70 from Downers Grove Pugi Genesis for $43,000.00 Within a week from purchase the car started to put itself into park while I was driving, or it would suddenly go into neutral. I let the dealer know and they had my car just sitting there. One of the service members took the car home with no problems. They had my car for at least a week when *************************** the salesman called to inform me that I had to switch out the loaner. When I went to the dealer (I had already made up my mind that I was going to just pick up my car) ****** switched around what he had said to me and said that they have had my car for a week and couldn't find anything wrong and that I basically had to take my car back home. I was livid. There was a about a month total when my car was running fine. (It was July-August) **** past month my car has been going into park/neutral daily. My mom went to Pugi this past Friday to talk to ****** and he started to talk down to her -he basically told my mom to buy another new car. Why don't you just buy a new car? He failed to inform us in the beginning that if we had paid $2k more we could have just gotten a new car. He failed to inform us about anything. The whole car buying process yes, I heard is a nightmare and now I know why. Worst salesman ever. He failed to provide any resolution, let alone any follow-up with my car.I had to get my towed this morning to the dealer because on Saturday while doing at least 30 mph the car went into park on its own. Luckily, there were no cars behind or in front of me. The car would not stop immediately. I'm writing the BBB because I do not know what else to do. I've uploaded the daily notes on my car too.

      Business Response

      Date: 10/12/2022

      It would be my pleasure to help call me directly at ************

      Customer Answer

      Date: 10/19/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      *********************************************

    • Initial Complaint

      Date:08/19/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 16, 2022 I purchased a Mazda CX5 from Pugi Mazda. My vehicle is a Certified Pre Own with ***** *****. On July 16th after I had signed all my documents and went to transfer the personal item from my old vehicle to the new one. The salesman met me at the vehicle and said your windshield is cracked. Maybe you didn't notice it but we order a glass and it should be here Tuesday. Which was on July 19th. Since that time I've been give 3 other dates. As of today my windshield have not been replaced. Also, due to the high interest rate I went home and contact my ************* They gave me a better rate. On July 26, 2022 *************** that the dealership used was paid in full. I went to the dealership today Aug 19th with my letter from ********** to show the day they were paid and requested a refund of the **** Remind you, I was waiting on them to call with an appointment for the replacement of my windshield. When i went in they charged me $50.00 for cancelling the **** when *************** was paid in full. If this account is paid in full, I should have been refunded all my money. Pugi Mazda has more money then I do and to me this is a big deal. I want my glass replaced, because if the vehicle sold as certified it should have been up to standards. If I missed the two cracked in in the glass they shouldn't have had the vehicle on the lot for sale until it was ready to be claimed inspected and certified. Yes, I have a Certified Warranty from them on this vehicle. I want my money from the *** if any prorated days was needed it should have only been through July 26, 2022. The day the bank was paid in full. I even offered to show my paid in full letter to the finance manager and he told me he didn't need it.

      Business Response

      Date: 08/23/2022

      We at the ********************* take our customer satisfaction seriously.  We have cancelled the gap insurance fully without the 

      50 dollar fee.  Additionally the windshield has been ordered and with supply chain issues are just waiting for delivery.

    Pugi of Downers Grove is NOT a BBB Accredited Business.

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